HelpScout experienced a minor incident on January 22, 2026 affecting Email Processing, lasting 9h 54m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- monitoring Jan 22, 2026, 08:46 PM UTC
It looks like Outlook is down right now, so you may see issues with emails from Outlook being forwarded into Help Scout, and if using Microsoft's servers for outgoing mail (using custom SMTP) you may encounter issues with delivery. We are monitoring this, and will post an update once everything's back to normal.
- monitoring Jan 22, 2026, 10:01 PM UTC
Microsoft are still reporting degraded service for Outlook, which continues to impact both incoming mail forwarded from Outlook account, as well as outgoing mail being delivered through Outlook's servers. We are continuing to monitor the issue, and will post again once it has been resolved by Microsoft.
- monitoring Jan 22, 2026, 11:29 PM UTC
Just checking in to say we are still keeping an eye on this. Microsoft are still reporting degraded service functionality, so incoming emails from Outlook, and outbound emails sent through Microsoft's servers are impacted by this. We'll continue to monitor and post updates here.
- resolved Jan 23, 2026, 06:40 AM UTC
Microsoft have confirmed that all products are operational. This means emails from Outlook being forwarded into Help Scout and Microsoft's servers for outgoing mail (using custom SMTP) should now be working. If you're still experiencing issues, please contact our support team so we can investigate further.